Customer Service Manager

Job description

From a Bradford market stall to one of the UK's largest supermarkets, we are proud to be the Yorkshire food retailer serving customers across the UK over almost 500 stores and through a home delivery service.

At Morrisons, we're proud to be The Market Street Grocer. We do things differently. We don't just process transactions; we are passionate about food, proud of our British heritage, and dedicated to making sure every single customer leaves our stores with a smile. From the warm greeting at the entrance to a fast, friendly checkout experience, great service is at the very heart of what we do. We love what we do, and we want you to love it too.

As a Customer Service Manager, you'll be the champion of the customer journey and the face of our front-end operations. This isn't a sit behind a desk kind of job; you'll be right out there at the front of the store, managing the checkouts, self-service areas, and customer service desk, ensuring the entire operation runs seamlessly.

Reporting into the Store Manager, you'll take full ownership of the front-of-store atmosphere, queue management, and service delivery. Your main objective is to ensure every customer experiences a smooth, efficient, and exceptionally friendly checkout process, while coaching your team to deliver the down-to-earth service that keeps our regulars coming back week after week.

What you'll be doing day-to-day:

• Leading with Passion: Inspiring, coaching, and developing a large team of checkout colleagues, team leaders, and service desk staff to deliver world-class service.
• Driving Service Excellence: Managing queue times, checkout availability, and front-of-store standards to ensure a seamless, hassle-free shopping trip.
• Managing the Numbers: Taking responsibility for front-end productivity, labour budgets, cash office compliance, and spotting opportunities to improve overall customer satisfaction scores.
• Keeping it Safe and Compliant: Ensuring strict adherence to legal compliance, age-restricted sales (Challenge 25), and financial security procedures.
• Putting Customers First: Acting as the ultimate point of escalation, turning feedback into positive solutions, and ensuring every customer feels valued.

About you

You don't just care about service; you understand how to run a highly organized, fast-paced front-of-house operation. You're a natural problem solver and a people person through and through, with a knack for diffusing tense situations and keeping a large team motivated during peak trading hours.

We're looking for someone who has:

• Proven leadership experience: From a fast-paced retail, hospitality, or customer service environment (experience managing high-volume customer queues or large front-end teams is a massive plus).

• An operational mindset: You know how to manage rotas to match customer footfall, react quickly to sudden rushes, and maintain tight control over cash handling.

• A hands-on, roll-up-your-sleeves attitude: You love being right in the middle of the action on the front end, engaging with customers and supporting your team.

• Brilliant communication skills: With the ability to handle customer queries with empathy, build great relationships with your team, and collaborate with the wider store management.

• A genuine pride: For creating an exceptionally welcoming, friendly environment that represents the very best of Morrisons.

We are an equal opportunities employer and welcome applications from all sections of the community.

About us

At Morrisons, we've always done things a bit differently. Our story started all the way back in 1899 as a humble egg and butter stall in Bradford market. 127 years later, we're one of the UK's leading supermarkets, but we've never lost that independent shopkeeper spirit.

At just under 500 stores across the UK, our retail colleagues work as one team to feed the nation and provide a memorable shopping experience. We're a team of over 90,000 down-to-earth, hard-working people. We care about fresh food, friendly service, and looking after each other.

What truly sets us apart is that we don't just move boxes from trucks to shelves, we are food makers and shopkeepers. As the UK's second largest food manufacturer, we source directly from British farmers, process meat in our own abattoirs, and prepare fresh food right in front of our customers. From our vibrant store displays to the hot meals served in our Cafes, we take massive pride in feeding the nation honest, high-quality, fresh food.

As we own our own supply chain, including manufacturing sites, flower hubs, and logistics networks, the career paths here are varied. We are deeply committed to learning and development, ensuring that if you have the drive to progress, we will give you the tools, courses, and support to go as far as you want to.

We don't overcomplicate things. We work hard, we look out for each other, have a laugh along the way, and take immense pride in the food we sell and the communities we serve.

Reward & Benefits

We've highlighted below some of our standard Rewards & Benefits that our colleagues receive. Please note, some roles come with additional benefits such as bonus, company car allowance etc. you'll find further details where applicable in our adverts, or you can speak to someone in our resourcing team for more information.

• Rewarding success
  
  We believe success should be rewarded. So, from a simple thank you to our well-deserved recognition awards, we'll show you how much we value you. We care for our colleagues. It's how we keep hold of the best talent.
• Pay
  
  Morrisons wouldn't be what it is without our amazing colleagues, which is why we offer competitive salaries to ensure we attract and retain the best.
• Colleague discounts
  
  We operate one of the most generous colleague discount schemes in food retail, and currently offer two discount cards, one for you and one for your family or friend. You will be eligible for a 15% discount on all eligible purchases and your friend or family will be eligible for up to 10% discount.
• Holidays
  
  We know how important it is to take time off to relax and unwind. So, to help you achieve a healthy work/life balance, you'll enjoy at least 28 days of holiday a year pro rata (including public holidays). Your holiday will increase depending on your length of service, too.
• Pension
  
  We have a competitive pension scheme that all our colleagues can join.
• Life assurance
  
  In case the worst should happen, we offer a Life Assurance Scheme, more commonly known as a 'Death in Service' benefit. All our colleagues are entitled to this benefit from their first day of permanent employment with us, subject to eligibility rules.
• Money off
  
  Not only will you enjoy 15% off your Morrisons shopping, you'll have access to discount and cashback offers from over 1,500 retailers including everything from fashion and holidays to utilities and electronics. All of our sites offer subsidised meals too.
• Flexible benefits
  
  We offer a range of flexible, voluntary and salary sacrifice benefits that can help you save on your tax and National Insurance. These include:
  
  
  • Holiday buy scheme
  • Payroll giving
• Healthcare cash plan
  
  Our exclusive health care cash plan, provided by Sovereign Health Care, offers colleagues a helping hand with everyday health care costs. It pays tax free cash back on a range of everyday health expenses including glasses, contact lenses, dental treatment, prescription charges, physiotherapy and much more. Cover is offered at a differents levels to suit your needs, and up to 4 children are covered at no extra cost! We're pleased to be able extend the offer to colleagues' partners. Terms and conditions apply.
• Wellbeing with Vita Health
  
  At Morrisons we care about our colleagues' wellbeing, and we work with a number of organisations to provide information, advice and support to colleagues and their families.
  
  Our wellbeing partner Vita Health, offers free and confidential information, advice and support for all our colleagues and households 24 hours a day, 365 days a year, on all wellbeing matters including mental and physical health. They also provide a management support helpline Monday to Friday.
• Aviva Digital GP and wellbeing
  
  We provide colleagues with free access to Aviva's Digital GP and Aviva Wellbeing app services. Colleagues can book can book unlimited video consultations with an NHS-registered, private GP. To help colleagues when they need it most, It's a 24 hour service. Colleague's children are also covered up to age 16.
• Addiction treatment
  
  We're working with the team at the UK Addiction Treatment Group to support the wellbeing of our colleagues when it comes to addiction and behavioural disorders.
• Salary finance
  
  We've partnered with Salary Finance to provide all colleagues with access to simple, useful financial education, as well as access to loans at competitive and affordable rates, repaid directly from pay.
• Family Friendly benefits
  
  
  • Maternity and Adoption Pay: Full pay for the first 26 weeks of maternity and adoption leave.
  • Paternity Leave: Up to 4 weeks of paternity leave, allowing flexibility within 52 weeks of the birth or placement.
  • Neonatal Leave: An additional week of leave for every week the baby spends in neonatal care, up to the original due date, with a maximum of 12 weeks.
  • Fertility Leave: Up to five days of paid leave per cycle for prospective mothers undergoing treatment, and up to two days of paid leave for partners

Plan your journey
Bracknell, United Kingdom, RG12 1EN